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C-Com iNetVu 755 Troubleshooting Manual

Summary of iNetVu 755

  • Page 1

    2015 revision 3.0 c-com satellite systems 5/25/2015 inetvu new generation ka-band troubleshooting guide.

  • Page 2

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 2 of 68 copyright © 2010. All rights reserved. C-com satellite systems inc. This document contains information, which is protected by copyright. All rights reserved. Reproduction, adaptation, or translation without prior written ...

  • Page 3

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 3 of 68 fcc and industry canada information to the user: the fcc and industry canada have imposed the following conditions when operating, installing and deploying inetvu™ mobile earth stations and is mandatory for all installati...

  • Page 4

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 4 of 68 installers and end users will be deemed directly liable for any damages resulting from either of their failure to comply with the above rules. These rules are meant to ensure that extraordinary precautions and measures ar...

  • Page 5

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 5 of 68  c-com satellite systems global headquarters 2574 sheffield road ottawa, ontario, canada k1b 3v7 phone: +1-613-745-4110 fax: +1-613-745-7144 general inquiries: info@c-comsat.Com dealer information: dealer@c-comsat.Com su...

  • Page 6

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 6 of 68 table of contents introduction ...................................................................................................................... 8 7000 controller software & firmware upgrade ............................

  • Page 7

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 7 of 68 rf signal loss .................................................................................................................. 54 error 0x8915 - rf is too low or tria is not beeping .......................................

  • Page 8: Introduction

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 8 of 68 introduction about this manual this manual explains how to troubleshoot common errors on the inetvu™ mobile system 755 and 985. An electronic version of this manual is available on the c-com ftp and knowledge base..

  • Page 9

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 9 of 68 7000 controller software & firmware upgrade quick tip: the software and firmware versions must match for normal operation. Minimum requirements to run ims software ims version ram processor clock disk space microsoft . Ne...

  • Page 10

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 10 of 68 uninstalling the current software note: this method describes the steps for upgrading to 7.5.8 1. Ensure the inetvu software is not running. If it is, right click the icon on the bottom right of the screen and exit. As s...

  • Page 11

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 11 of 68 installing the 7000 series controller software version 7.5.8 please note: do not connect the controller via usb until the drivers and software have been installed 1. If you are installing from the usb flash drive or have...

  • Page 12

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 12 of 68 4. Install the ftdi usb driver and close when completed. Click “extract” click “next” click “finish” 5. Install the inetvu 7000 software and close when completed. 6. Connect the controller using the provided usb cable. W...

  • Page 13

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 13 of 68 7. Windows xp users will have to follow the new hardware wizard and let windows automatically install the drivers. Select “no, not this time” select “install the software automatically” click “continue anyway” click “fin...

  • Page 14

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 14 of 68 the inetvu setup wizard 1. The first screen you will see is the new inetvu setup wizard. You can choose to continue using the wizard or click no to proceed to the inetvu mobile 7000 software. Note: it is recommended that...

  • Page 15

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 15 of 68 3. Follow the on screen instructions to update the controller firmware. Once complete the wizard will resume..

  • Page 16

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 16 of 68 4. Configure the platform type. If no changes are needed press “next” to continue..

  • Page 17

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 17 of 68 5. Configure the service information (modem). If no modem is to be used please select na. If no changes are needed press “next” to continue..

  • Page 18

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 18 of 68 6. Configure the satellite parameters. If no dvb carrier is to be used you must select rf search. If no changes are needed press “next” to continue. 7. Once complete press yes to continue or no to go back and make change...

  • Page 19

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 19 of 68 8. Now that the controller has been configured, launch the software again selecting no to continue to the inetvu mobile 7000 controls screen. You may also wish to stop this prompt from reappearing. Verifying the upgrade ...

  • Page 20: Jam Errors

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 20 of 68 jam errors quick tip: the key to troubleshooting a jam error is to determine whether this is a sensor or mechanical failure..

  • Page 21

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 21 of 68 error 0x9006 - el jam error 1. If the mobile platform doesn’t physically move possible causes: • 7000 controller • 15 amp fuse • motor cable • internal wiring harness • elevation motor or belt a. Verify if 7000 controlle...

  • Page 22

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 22 of 68 c. If we are getting voltage from the controller, we will need to test voltage on the motor cable. Reconnect the motor cable to the controller and disconnect it from the platform. Place the volt meter leads on pins a and...

  • Page 23

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 23 of 68 2. If the mobile platform physically moves but the angle doesn’t change possible causes: • elevation tilt sensor • sensor cable • internal wiring harness • 7000 controller a. Please ensure the sensor cable is securely co...

  • Page 24

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 24 of 68 sensor cable and internal harness continuity test for el tilt sensor cable.

  • Page 25

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 25 of 68 internal harness.

  • Page 26

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 26 of 68 error 0x9007 - az jam error 1. If the mobile platform doesn’t physically move possible causes: • 7000 controller • 15 amp fuse • motor cable • internal wiring harness • azimuth motor or belt a. Verify if 7000 controller ...

  • Page 27

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 27 of 68 c. If we are getting voltage from the controller, we will need to test voltage on the motor cable. Reconnect the motor cable to the controller. Disconnect the motor cable from the platform. Place the volt meter leads on ...

  • Page 28

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 28 of 68 2. If the mobile platform physically moves but the angle doesn’t change possible causes: • azimuth encoder • sensor cable • internal wiring harness • 7000 controller a. Please ensure the sensor cable is securely connecte...

  • Page 29

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 29 of 68 sensor cable and internal harness continuity test for az encoder sensor cable.

  • Page 30

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 30 of 68 internal harness.

  • Page 31: Over Current Protection

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 31 of 68 over current protection.

  • Page 32

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 32 of 68 over current protection error code definition: 0x9003 --- el over current 0x9004 --- az over current current used to move the platform exceeds the fixed limit, which resulted in a current spike. 1. Ensure the correct pla...

  • Page 33: Sensor Errors

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 33 of 68 sensor errors quick tip: a red indicator on the inetvu controls screen indicates a critical failure..

  • Page 34

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 34 of 68 error 0x8911 - sensor errors the “sensor error” message will only appear if sensor cable becomes loose from the controller end, and only in the stowed position. If any of the angles are in red/yellow this will still indi...

  • Page 35

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 35 of 68 step 2: a. Use the sensor circuit diagram to confirm continuity of the sensor cabling. If the sensor cabling passes continuity the problem could be related to the sensor itself. B. If the sensor error is related to eithe...

  • Page 36

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 36 of 68 internal harness for el tilt.

  • Page 37

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 37 of 68 sensor cable and internal harness continuity test for az encoder sensor cable.

  • Page 38

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 38 of 68 internal harness.

  • Page 39: Compass

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 39 of 68 compass quick tip: compass interference? Try overriding the compass and using full search..

  • Page 40

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 40 of 68 compass value is not accurate cause: a foreign object (e.G. Metal, magnet) is radiating a magnetic field that is obscuring the compass from obtaining a reliable reading. Solution: 1. Ensure there are no foreign objects (...

  • Page 41

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 41 of 68 warning: the new generation platforms (these include and not limited to 755a, 981a, 985a and 1201a) are equipped with newer versions of the compasses which are factory calibrated and do not require calibration. Do not ca...

  • Page 42: Gps

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 42 of 68 gps quick tip: gps failure? For emergency deployment, try gps override and enter the lat/long manually..

  • Page 43

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 43 of 68 error 0x8914 - gps failed note: some glonass antenna may take longer than normal to acquire signal. Please contact c-com technical support for more information. Cause 1: gps antenna is not connected. Solution 1: verify g...

  • Page 44

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 44 of 68 for emergency deployment the gps can be overridden and the lat/long entered manually from the inetvu 7000 software or web interface. Inetvu 7000 software 7000 controller web interface.

  • Page 45: Stow

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 45 of 68 stow quick tip: the controller cannot stow the platform if any of the stow limit switches fail to enable..

  • Page 46

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 46 of 68 error 0xa003 / 0xa006 - stow failed status definitions: • az st not enabling when the unit is “stowed”. For all ka new generation platforms the pl st should appear as stf. The mobile platform will center on az enabling t...

  • Page 47

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 47 of 68 step 1: testing the limit switch. Testing azimuth home and away limit switches certain antenna versions have the az home and away switches installed on the underside or outside of the azimuth assembly. A. Verify that the...

  • Page 48

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 48 of 68 step 2: testing the wiring harness. A. Disconnect the switch from the internal wiring harness and place a paper clip or a looped wire in the connector going to the wiring harness. B. From the inetvu mobile 7000 controls ...

  • Page 49

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 49 of 68 step 4: testing the 7000 controller. A. Disconnect the sensor cable from the 7000 controller and place the paper clip on the connector shorting out the pins corresponding to the switch you wish to test. 6&9 and 6&18 for ...

  • Page 50

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 50 of 68 error 0x8010 - can't stow (el limit) cause: this error will occur if the elevation stow switch fails to come on during the last stow attempt. The controller will no longer allow the user to stow the antenna automatically...

  • Page 51

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 51 of 68 step 1: testing the limit switch. A. Verify that the limit switch is connected to the wiring harness. B. Place a metal object to the tip of the limit switch so see if the switch activates. This will be indicated by an le...

  • Page 52

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 52 of 68 step 3: testing the sensor cable. A. Disconnect the sensor cable from the platform and place the paper clip on the sensor cable shorting out pins corresponding to the switch you wish to test. A&d for el st b. From the in...

  • Page 53

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 53 of 68 step 4: testing the 7000 controller. A. Disconnect the sensor cable from the 7000 controller and place the paper clip on the connector shorting out pins corresponding to the switch you wish to test. 5&9 and 5&18 for elev...

  • Page 54: Rf Signal Loss

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 54 of 68 rf signal loss.

  • Page 55

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 55 of 68 error 0x8915 - rf is too low or tria is not beeping note: this issue differs from a ku setup. The tria has two methods of connection, a single ifl (tx only) or dual ifl (rx and tx). The tria must be beeping (tooway & sur...

  • Page 56

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 56 of 68 rf signal not being detected (single ifl cable setup) rf signal in yellow/red: (abnormal state) this indicates the controller is not configured correctly, and you will not be able to deploy the dish resulting in error 0x...

  • Page 57

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 57 of 68 step 2: •our next step is to test voltage on the hardware to determine if our power source is making it all the way up to the lnb. •starting with the modems port, disconnect the coax cable and using a volt meter to deter...

  • Page 58

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 58 of 68 rf signal not being detected (dual ifl cable setup) rf signal in yellow/red: (abnormal state) as the tria is being power by the controller the platform will not be able to deploy and you will receive error 0x8915 - rf is...

  • Page 59

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 59 of 68 step 2: •verify that the correct “lnb power” voltage is selected in the inetvu “configuration” screen. •if the incorrect voltage was selected or the option was disabled, please make the necessary changes and click “save ...

  • Page 60

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 60 of 68 step 5: •disconnect the coax cable going into the “rx” cable on the antenna. •measure voltage on this cable. If the voltage does not match the output of the controller, replace the cable. If the voltage does match, recon...

  • Page 61: Modem

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 61 of 68 modem.

  • Page 62

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 62 of 68 error 0x8801 - no modem communication modem status definitions: • no modem communication: ( error code---0x8800---0x88ff network/uart reset ) communication between controller and modem has not been established • modem tx...

  • Page 63

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 63 of 68 a. Ensure the controller and modem is connected correctly. Please refer to the inetvu 7000 quick start guides for more details. B. Verify the controller and modems ip address are correct. C. Connect the modem directly to...

  • Page 64: Cannot Find Satellite

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 64 of 68 cannot find satellite quick tip: in most cases when you cannot find satellite it is due to improper configuration..

  • Page 65

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 65 of 68 the following document is a general guide that will assist you if you are unable to find satellite. Possible causes: • improper configuration • line of sight (coverage) • faulty hardware • modem has not been provisioned ...

  • Page 66

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 66 of 68 step 2: a. The tria must be beeping while searching for satellite. If it is not, please see the rf signal loss section of this guide (tooway & surfbeam 2 only). B. The correct modem type must be used. There are three (3)...

  • Page 67

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 67 of 68 how the inetvu search method works 1. The targets for the satellite you are searching on are calculated using the gps. For example: 99w galaxy 16 (g-16) latitude: 45.42° longitude: -75.69° target elevation = 32.8° target...

  • Page 68

    Inetvu new gen troubleshooting guide c-com satellite systems inc. Page 68 of 68 appendix 1: fastener torque table tightening torque for stainless steel metric fasteners m3 0.9 low 0.6 low 0.2 low m4 2.6 low 1.4 low 0.5 low m5 5.1 medium 2.5 low 1.5 low m6 8.7 medium 5.5 medium 2.5 low m8 22 medium 1...